“Unlock Your Practice Potential”

Michelle Shimmin

Owner, Trainer, Business Analyst

425-239-4012

michelle@ortho-consulting.com

www.ortho-consulting.com

UNLOCK YOUR PRACTICE POTENTIAL Michelle Shimmin – Owner, Shimmin Consulting

www.ortho-consulting.com

DNA of our Team

Every position contributes to sending the same message

Build a positive culture to turn negative energy into positive solutions

Set clear expectations with high levels of accountability

Make sure the goals are clear, measurable and achievable

How to Synchronize the Team

Talk about and promote practice goals … daily/weekly/monthly

Make sure team knows goals so they are inspired and motivated

Know where you are going and what you will do when you get there

Understand the impacts we have in both positive and negative communication

Tools and How to Use Them

Use specific, well-planned tools and training to create a well-prepared team

The power of perception-removing communication barriers

The importance and value of scripts in our team training

Address patient obstacles and lay the foundation for removing these obstacles during the NP call

Dynamic Referral System

Create a dynamic walking/talking referral system, capitalize on every opportunity

Team with specialists that use cutting edge technology to remove dental health burdens for your patients

Process should be constant; team should be trained to recognize opportunities

Develop relationships with specialists so the experience for your patients is seamless – Gold Standard

Reading Recommendations:

“The Manager as Coach” – Jerry and Anne Gilley

“Leadership Is Dead: How Influence Is Reviving It” – Jeremie Kubicek

“Predictive Leadership” – Kirk Dando

Shimmin Consulting | www.ortho-consulting.com | 425-239-4012

The Power of Perception

A few words from Michelle regarding the interpretations of our words and being purposeful in our messages:

_________________________________________________________________

We know that communication is the catalyst that dictates the success of every interaction. It is vital, for the success of our

practice, that we remove assumptions when we communicate with our team members and patients.

Each of us has a different interpretation of what something might mean. When I say to my employee, “I need that report very

soon.” I’m thinking that I need that report in the next hour. She may be thinking “soon” means by the end of the week. When

we set clear expectations, through precise communication, we avoid conflict, have specific expectations and a high level of

accountability in place. We’re setting our team up to succeed.

This very much applies to our patients, as well. When we generalize our conversations, it interferes with our connection with

whom we’re speaking and results in a less than ideal patient experience. Remove all assumptions in your patient

communication. Be specific in what you say and what they can expect regarding time of treatment, finances, discounts, etc.

Remember, you could be thinking ‘18 months’ when you say, “If you’re compliant with your treatment, you won’t be in

treatment long at all!”, but your patient will be highly disappointed when they were thinking you meant 6 months!

- Michelle

Shimmin Consulting | www.ortho-consulting.com | 425-239-4012

ASKING FOR REFERRALS

How each team member can ask for referrals

Trained and conditioned to compete?

Scripted and role-played

Front Desk

“Tyler, how did your appointment go today?”

“I’m so glad to hear that! Would you mind writing a review for us on Google+? Your referral is very important

to us and we would love a practice full of patients just like you! Thank you so much”

Treatment Coordinator

“If you have any additional family members who have ever thought about Invisalign, we’d love to visit with

them! We have a great family care program”

Technicians

“You are such a great patient, Jane! If you have any friends or family who might be interested in treatment,

please send them our way! We’d love a practice full of patients just like you!”

Shimmin Consulting | www.ortho-consulting.com | 425-239-4012

NEW PATIENT PHONE CALL

“Fantastic! I would love to schedule an appointment for you to meet Dr. Orthodontist. He’s an excellent orthodontist and I

know you’re really going to enjoy him. Is it ok if I take down some preliminary information to enter into the computer and then I

can schedule that appointment for you?”

Gather information off call slip

Schedule appointment

“Sally, our Treatment Coordinator, will be taking complementary digital x-rays and photos and Dr. Orthodontist will do an

extensive clinical evaluation. Our goal today is to provide you with as much information up front as possible and if Dr.

Orthodontist recommends any treatment for Tyler, we will do our best to combine the initial appointments for him, as a

convenience for you, to avoid missing as much work and school as possible.

“I will be sending you a welcome letter (either email or snail mail) with information about our office, including a Patient

Health History form. Please fill that out ahead of time and bring it with you, allowing us to see Tyler right at appointment time

on appointment date. You can also visit our website at: www.drorthodontist.com to gain valuable information about the

different treatment options available, including Invisalign and Accelerated Orthodontics.”

“OK, Dr. Orthodontist will be able to answer all of your questions and recommend the best treatment option for Tyler. We look

very forward to meeting you and Tyler on appointment date/time.

Shimmin Consulting | www.ortho-consulting.com | 425-239-4012

OBSERVATION

“Dr. Orthodontist, when would you like to see Tyler next? What are we watching and waiting for?”

“Great! Tyler, your next appointment is a very important appointment where we will be checking ____ (if this tooth has come

through yet) ______. The appointment will take approximately 10 minutes and Dr. Orthodontist may want to take an updated x-

ray at that time, which is complimentary. Dr. Orthodontist will be making sure ____ (these teeth are erupting properly) ____

and if they haven’t, then he will be checking to see why they haven’t.”

OBSERVATION READY

“That’s exciting news! With how these teeth have erupted and how you’re grown, Dr. Orthodontist says you should be ready to

get started with your treatment in about six months. At that time, we can talk with you about your different treatment options

that you will be able to choose from, such as Invisalign, traditional braces and Accelerated Orthodontics. At times, Dr.

Orthodontist recommends one option over another, but again, we will be able to go over all that with you at your next

appointment, which will be approximately 40 minutes long. We will be updating all of your x-rays and photos at that time, as

well.”

Shimmin Consulting | www.ortho-consulting.com | 425-239-4012

TREATMENT EFFICIENCY REPORTING

GOALS:

Through our Treatment Efficiency reports, we can determine many factors such as:

1. Doctor’s ability with a particular treatment modality

2. Profitability and/or loss of profit for particular treatment modalities

3. Inefficiencies throughout our practice

4. Adequate/inadequate patient compliance

5. Adequate/inadequate clinical techniques

6. Appropriate/inappropriate financial arrangements are being established

EVALUATE:

Treatment

Age of patient

Cost of treatment

Estimated months of treatment

Actual months in treatment

Months over/under

Number of treatment visits

Number of emergency visits

Total appointments

Price per tx visit

Price per total visits